Search Results

• Report Case Study: How Standard Chartered Modernized Mobile Banking In South Korea

  February 4, 2021 | Frederic Giron

  Digital-only banks and fintechs have shaken up the banking industry — and the disruption shows no sign of slowing. Incumbents must innovate quickly and aggressively to battle back. In South Korea,...

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  Webinar Wealth Management Predictions 2021

  Firms Embrace Digital To Thrive

  January 14, 2021 | Vijay Raghavan, David Hoffman

  We will remember 2020 for COVID-19: The pandemic permanently changed the ways customers seek advice and how financial advisors dispense it. As the lockdown began, consumers did not have access to a...

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  Webinar Insurance Predictions 2021

  Insurers Find Opportunity Amid Chaos

  January 13, 2021 | Ellen Carney, Jeffery Williams

  We are a world in recovery heading into 2021. Insurers will need to contend with an unpredictable virus and its economic consequences, dramatic climate events, and the aftermath of a polarizing US...

• Report Case Study: SBI Card Transformed Digital Customer Service With Targeted Automation

  December 14, 2020 | Vasupradha Srinivasan, Arnav Gupta

  Leading Indian credit card and financial services provider SBI Card transformed its end customer experience (CX) with targeted AI and automation initiatives. SBI Card put together a mix of...

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  Webinar The New, Unstable Normal Roundtable: How COVID-19 Will Change Business And Technology Forever

  Europe-Friendly Start Time

  October 28, 2020 | Laura Koetzle, Martin Gill, Martha Bennett

  The lasting impact of COVID-19 and the high likelihood of future pandemics will usher in five macro shifts that will fundamentally change business and technology: 1) Customer expectations will...

• Report The State Of Voice Assistants In Financial Services, 2020

  Financial Services Firms Are Experimenting With Voice Experiences But Lag Behind Other Industries On Customer Adoption

  September 3, 2020 | Aurelie L'Hostis, Peter Wannemacher, Luis Deya

  The hype surrounding voice assistants remains high, but digital teams in financial services firms should remain wary of any push to roll out voice faster than their customers want or their systems...

• Report From People To Products: Services Firms Offer More Software Than You Think

  Business Process Accelerators Help Digitize Business Operations

  August 20, 2020 | Nigel Fenwick

  Technology services firms build many variations of digital solutions for clients. Some vendors retain the intellectual property (IP) associated with these solutions, making it available to a...

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  Webinar The New, Unstable Normal Roundtable: How COVID-19 Will Change Business And Technology Forever

  August 18, 2020 | Anjali Lai, Sucharita Kodali, Melissa Parrish

  The lasting impact of COVID-19 and the high likelihood of future pandemics will usher in five macro shifts that will fundamentally change business and technology: 1) Customer expectations will...

• Report The Future Of Banking Is Built On Trust

  Vision: The Digital Banking Strategy Playbook

  July 29, 2020 | Jacob Morgan, Alyson Clarke

  The economics of the next decade will challenge banks. COVID-19 has shifted the focus but will not dominate the future narrative. Leading banks are pivoting and rebooting their strategy —...

• Report The Renaissance Of Branch Banking In Asia Pacific

  Let CX And EX Drive Branch Transformation

  April 27, 2020 | Tom Mouhsian

  Digital self-service and transaction automation have led banks to close branches. But many customers still depend on branch staff for financial consultations and support, shifting the key drivers...

• Report The Dawn Of Autonomous Finance

  Algorithm-Driven Services Will Reshape Finance

  March 18, 2020 | Oliwia Berdak, Peter Wannemacher

  People's lives are becoming ever more automated as millions of algorithms make decisions and take actions on consumers' behalf. This shift toward autonomous services is starting to happen in...

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  Webinar The Business Case For Adopting An Enterprise Open Source Culture

  March 16, 2020 | James Staten, Christopher Condo

  Enterprises without a clear strategy for free open source software (FOSS) are missing out on new ways to innovate with their customers. In this webinar, Forrester CIO analyst James Staten and...

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  Webinar Blockchain 2020: What Lies Ahead, And Why Do We Need A Rethink?

  February 27, 2020 | Martha Bennett

  While we're still seeing "blockchain is revolutionizing xxx" headlines, since the start of 2019, these have been counterbalanced by equally sensational statements proclaiming that the technology is...

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  Webinar The Case For An Open Sourcing Strategy

  December 16, 2019 | James Staten, Christopher Condo

  To drive up ecosystem, customer, and industry adoption and expansion of your digital transformation platforms and innovations, a key move by leading firms is to open source foundational aspects of...

• Report Mobile Commerce In 2030

  mCommerce Is A New Mobile Services Economy, Not Mini eCommerce

  December 4, 2019 | Sucharita Kodali, Julie Ask

  Investments in mobile have been one of the most important shifts for consumer-facing businesses in the last decade, but companies will need to modify their strategies and plans to accommodate...

• Report Case Study: How WeBank Became The World's Leading Digital Bank

  Tencent-Backed WeBank Is Driving Financial Inclusion At Scale In China

  October 24, 2019 | Meng Liu, Aurelie L'Hostis

  Financial inclusion is a billion-customer-plus opportunity that many traditional banks neglect or fail to grasp. WeBank leveraged Tencent's digital ecosystem and emerging technology capabilities to...

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  Webinar How To Successfully Structure Innovation Business Cases

  September 5, 2019 | James Staten, Bobby Cameron

  Far too often enterprises fail to bring new innovative value to market because they fail to set the business case right. In this webinar, Forrester’s CIO research leads, James Staten and...

• Report Australian Consumers Are Warming Up To Digital Financial Services Firms

  August 19, 2019 | Zhi-Ying Barry

  Disruption in the Australian financial services sector is accelerating. More digital banks and superannuation firms have entered the market in the past year — all aiming to grab market share from...

• Report Emerging Risks Transform Small Business Insurance

  Prioritize Blind Spots To Protect Small Business From Emerging Risk

  August 16, 2019 | Ellen Carney

  US small businesses are buying different insurance policies now versus five years ago. Much of this change is rooted in digital, social, and economic forces. Forrester dug into five years of US...

• Report How To Use Platform Business Models In Financial Services

  Driving Innovation With Platform-Based Strategies

  August 7, 2019 | Jacob Morgan

  Platform business models (e.g., Alibaba, Amazon, and Apple) dramatically improve growth and drive better outcomes for customers. Platform business models also require substantial collaboration with...

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  Webinar Tech-Driven Innovation — Cloud Empowerment

  August 7, 2019 | James Staten, Will McKeon-White

  Leading enterprises and government agencies are prioritizing tech-driven innovations to achieve future market leadership. Those doing so most efficiently (in an Agile and scalable way) are...

• Report Video: Emerging Risk And Reward In US Small Business Insurance

  Invest To Protect Small Business Customers From New Risks

  July 23, 2019 | Ellen Carney

  Customer expectations, demographics, competition, and technology are changing US small businesses — and their business insurance needs. Segments historically overlooked in the digital wave, such as...

• Report Disrupting Finance: Digital Banks

  Digital Banks Offer A More Compelling Digital Banking Experience

  May 2, 2019 | Aurelie L'Hostis, Benjamin Ensor

  Over the past decade, a wave of new digital banks like Kakao Bank, Monzo, N26, Nubank, Revolut, and Tinkoff have launched, competing to win customers with better digital customer experiences than...